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Improving Customer Service Quality at CoffeeVille

   

Added on  2019-09-23

7 Pages1066 Words516 Views
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Running Head: Report1REPORT
Improving Customer Service Quality at CoffeeVille_1

Report2Table of ContentsIntroduction........................................................................................................................3Identification of changes....................................................................................................3Recommendations.............................................................................................................3The explanation for recommendations..............................................................................4Recommendation 1:.......................................................................................................4Recommendation 2........................................................................................................4Future directions for customer service strategies..............................................................4Planned monitoring and reporting system for customer satisfaction................................5Implementation of Schedule..............................................................................................5Conclusion.........................................................................................................................6References.........................................................................................................................7
Improving Customer Service Quality at CoffeeVille_2

Report3IntroductionMaintaining the quality of customer service is crucial for organizational success. Thedemands of the customers change continuously (Heinonen, Campbell & Ferguson,2019). Organizations also need to alter their strategies with changes in the demands ofcustomers to satisfy them. As evident from the current scenario, the employees andcontractors of CoffeeVille lack knowledge of storage and usage of customer satisfactiondata. As an effect, addressing the issues in customer satisfaction becomes difficult forthe organization. The current report deals with the identification of the changes neededin CoffeeVille to improve service quality and customer satisfaction level. The report alsoincludes recommendations for the organization to improve the quality of customerservice.Identification of changesThe following changes are needed in CoffeeVille—1. Developing customer service database— At CoffeeVille, presently no computerizedsystem is used to record customer complaints and keep track of those. Due to lack ofthe computerized systems, identifying the complaint patterns and following up thecustomers become difficult (Sengupta, Balaji & Krishnan, 2015). The lack of informationalso prevents the organization from offering quality solutions to the customers.2. Conducting training programs for employees-- The performance of employees isimportant to deliver quality services and attain a high level of customer satisfaction. AtCoffeeVille, training programs are not financed adequately and it is restricting theemployees from developing a new skill. So, the way of conducting training programsalso need to be changed.Recommendations The following recommendations can be applied at CoffeeVille—
Improving Customer Service Quality at CoffeeVille_3

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